Summary
Miraval The Red Sea is a luxury wellness resort committed to delivering seamless and secure digital experiences for both guests and colleagues. We are looking for a detail-oriented and service-minded IT Help Desk Agent to support day-to-day technology operations and ensure timely resolution of IT-related issues.
About the Role:
As an IT Help Desk Agent, you will be the first line of support for all technology-related requests, providing prompt, professional, and courteous assistance to guests and staff. You will also play a vital role in maintaining the resort’s IT infrastructure, upholding cybersecurity standards, and contributing to a safe and efficient digital environment.
Key Responsibilities:
Pre-Opening Duties:
Maintain adherence to standard operating procedures (SOPs) and IT policies
Assist with initial setup of IT infrastructure and systems
Provide login credentials, set up user accounts, and support employee onboarding
Handle guest technology-related inquiries and assist with system access or connectivity
Post-Opening Duties:
1. Incident Management
Log, track, and escalate technical issues through a ticketing system
Ensure timely resolution and follow-up on user-reported issues
2. Troubleshooting & Issue Resolution
Diagnose and resolve hardware, software, and network-related problems for end users
Provide on-site and remote support for both guest and colleague systems
3. System Maintenance
Perform routine system checks, updates, patches, and backups
Ensure business-related and user-relevant data is regularly and securely backed up
4. Hardware & Software Setup
Configure new devices, install and update software, and ensure system compatibility
Maintain and troubleshoot IT peripherals (printers, scanners, AV equipment, etc.)
5. Cybersecurity Awareness
Educate users on IT security best practices
Assist with password management and security alerts
6. Collaboration & Coordination
Work closely with the IT team to implement solutions and improve IT service delivery
Coordinate with external vendors when needed
7. Documentation & Reporting
Maintain detailed records of incidents, actions taken, and system updates
Provide periodic reports for continuous improvement and audit purposes
8. Safety & Compliance
Ensure IT areas are clean, organized, and all equipment is well-maintained
Report physical maintenance issues to Engineering as needed
Enforce brand and hotel safety standards, including access control for non-IT staff
Comply with the resort’s fault reporting and escalation systems
Qualifications
Diploma or degree in Information Technology or a related field
1–2 years of experience in a similar role within hospitality or a service-driven environment
Strong knowledge of Microsoft operating systems, networking basics, and ticketing systems
Excellent troubleshooting skills and a proactive, solution-oriented approach
Good communication skills in both Arabic and English
High attention to detail, confidentiality, and guest-first mindset
Saudi National
Support Seamless Experiences with Purpose.
If you're passionate about technology and hospitality, and enjoy solving problems in a fast-paced, guest-centric environment, we’d love to welcome you to the Miraval team.